Ken Thompson
Tampa,FL
Summary
Results-driven finance and insurance professional with 22+ years of experience, specializing in optimizing processes and reducing operational costs. Proven track record of enhancing efficiency and exceeding performance targets.
Overview
22
22
years of professional experience
Work History
Complex Total Loss Adjuster
Liberty Mutual Insurance
01.2022 - Current
- Communicated settlements with insureds, claimants and attorneys, leading to heightened customer satisfaction.
- Conceived innovative strategies to streamline total loss claim process, reducing average settlement costs.
- Recognized for consistently achieving a 95% accuracy rate in assessing complex total loss claim.
- Directed a new protocol for evaluating complex total loss claims, resulting in reduced cycle time and increased efficiency for the team.
- Reduced operational losses by reporting inconsistent behaviors that stimulated annual losses.
- As a subject-matter expert, served as a resource for team members while assisting in developing best practices.
- Moderated training sessions for 15 junior adjusters, teaching best practices to execute thorough investigations.
Senior Auto Claims Adjuster
USAA
08.2019 - 01.2022
- Reliable customer service in a fast-paced environment while delivering exceptional service to all members.
- Applied knowledge of auto insurance contracts, state laws and regulations to determine applicable coverages.
- Settled non-injury auto claims involving comprehensive, collision, and property damage.
- Guided customers through complex total loss process while negotiating fair settlements.
- Identified potential suspicious claims and referred to special investigations unit.
- Investigated opportunities for third party subrogation which resulted in customer reimbursement for out-of-pocket costs.
Senior Credit Card Lending Specialist
Jp Morgan Chase
11.2016 - 07.2019
- Anticipated clients needs while showcasing empathy and confirming that all concerns are addressed quickly
- Made sound judgmental credit decisions based on departmental procedures and guidelines, using senior lending philosophies
- Generated monthly trending reports via Microsoft Excel
- 100% data accuracy while protecting personal customer and financial institution information
- Analyzed business credit card applications for business types ranging from sole proprietorship to limited liability corporations
- Subject matter expert that assisted new hires excel in their new role
- Demonstrated ethical behavior by remaining compliant with anti-money laundering & compliance training.
Asset Management Analyst
Raymond James Financial Consulting Group
04.2013 - 07.2016
- Allocated key project for redistributing all incoming returned mail using Microsoft Excel.
- Screened numerous documents ranging from death certificates, letters of testamentary, divorce decrees, passports, W-9s, birth certificates, and marriage certificates.
- Optimized risk management strategies that reduced portfolio volatility leading to improved stability and increased investor confidence.
- Collaborated with cross-functional teams to implement effective investment strategies, driving positive results for clients.
- Managed a diverse range of assets including equities, fixed income, and alternative investments, ensuring optimal diversification for clients.
Claims Processor
Universal Health Care
09.2011 - 03.2013
- Reviewed and analyzed claims to ensure accuracy, completeness, and compliance with company policies.
- Served as a point of contact for hospitals, facilities and independent doctors.
- Corresponded benefit coverage to both clients and providers.
- Prepared insurance claims, forms & related documents for completeness and accuracy.
- Maintained strict confidentiality when dealing with sensitive information about patients'' medical histories or personal details.
Customer Service Representative
Bright House Networks
06.2006 - 05.2011
- Assisted customers with billing inquires & product repair.
- Achieved the highest sales revenue while earning top seller for the fiscal year.
- Multi-tasked technical support for cable boxes, modems & routers for commercial and residential customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Senior Customer Care Associate
Bank Of America
01.2002 - 03.2006
- Consistently processed daily bank transactions with 100% accuracy, ensuring customer satisfaction.
- Ability to rapidly acquire new product knowledge, leading to an increase in first-call resolution.
- Executed verification protocols with precision, ensuring zero breach of personal information, mitigating risk and upholding customer confidence.
- Summarized statements for loans ranging from: lines of credit, home mortgages and car loans.
- Created a new customer feedback process, resulting in an improvement in product satisfaction.
Education
Bachelor Of Arts - Information Technology in Cyber Security
Strayer University
Tampa, FL06.2024
Bachelor's degree - Business Administration
University Of South Florida
Tampa, FL08.2006
Associate of Applied Science - Engineering
Saint Petersburg College
Saint Petersburg, FL06.2001
Skills
- Negotiation
- Microsoft Office
- Microsoft PowerPoint
- Financial Services
- Business Analysis
- Project management
- Lending
- Microsoft Excel
- Risk Management
Timeline
Complex Total Loss Adjuster
Liberty Mutual Insurance
01.2022 - Current
Senior Auto Claims Adjuster
USAA
08.2019 - 01.2022
Senior Credit Card Lending Specialist
Jp Morgan Chase
11.2016 - 07.2019
Asset Management Analyst
Raymond James Financial Consulting Group
04.2013 - 07.2016
Claims Processor
Universal Health Care
09.2011 - 03.2013
Customer Service Representative
Bright House Networks
06.2006 - 05.2011
Senior Customer Care Associate
Bank Of America
01.2002 - 03.2006
Bachelor Of Arts - Information Technology in Cyber Security
Strayer University
Bachelor's degree - Business Administration
University Of South Florida
Associate of Applied Science - Engineering
Saint Petersburg College
Similar Profiles
Grant MeierGrant Meier
Claim Manager at State Auto Insurance/Liberty Mutual InsuranceClaim Manager at State Auto Insurance/Liberty Mutual Insurance
Luz Guzman RomanoLuz Guzman Romano
Lead Sales Representative at Liberty Mutual Insurance/Comparion Insurance AgencyLead Sales Representative at Liberty Mutual Insurance/Comparion Insurance Agency
Austen FosterAusten Foster
Customer Service Lead at State Auto Insurance Companies / Liberty Mutual InsuranceCustomer Service Lead at State Auto Insurance Companies / Liberty Mutual Insurance
Irma TorresIrma Torres
Claims Resol Spec III, Appraisal at LIBERTY MUTUAL INSURANCE & SAFECO INSURANCEClaims Resol Spec III, Appraisal at LIBERTY MUTUAL INSURANCE & SAFECO INSURANCE
Nicholas RhoadesNicholas Rhoades
Shift Supervisor at OG SubsShift Supervisor at OG Subs